Lead SOL

Job description

**Location:** ., IN **#job-location.job-location-inline { display:** inline; } Jul 2, 2026 Role Purpose The Lead – Staff Leisure & Employee Travel Services will be responsible for the end-to-end management of staff travel benefits (SOL / concessional travel), ensuring seamless reinstatement of staff passages, ticketing support, and high-quality employee experience. This is a high-visibility, employee-facing role, acting as the face of the organization for all staff travel-related interactions, delivering best-in-class resolution within defined SLAs, while ensuring integrity, transparency, and process excellence. Key Responsibilities 1. Staff Travel & Passage Management - Manage reinstatement of staff passages (SOL benefits) in line with company policy. - Handle concessional ticket issuance, modifications, and cancellations. - Coordinate and process refunds for cancelled staff passages/tickets. - Ensure compliance with internal travel policies and airline guidelines. 2. Employee Experience & Query Resolution - Act as the primary SPOC for employees for all staff leisure and travel-related queries. - Deliver best-in-class service experience with focus on speed, accuracy, and empathy. - Resolve employee concerns within defined SLAs, ensuring high satisfaction levels. - Handle priority and escalated cases with urgency and ownership. 3. Ticketing, Reservations & Tool Management - Provide hands-on support in ticketing and reservation systems (e.g., GDS / airline tools). - Troubleshoot and resolve system/tool-related issues impacting bookings or access. - Support employees with ZED Travel processes and eligibility queries. - Ensure correctness of travel records and transaction processing. 4. Coordination & Stakeholder Management - Partner with employees, HR Partners, and internal operations teams to resolve cases effectively. - Provide support on: o Nominee addition and name corrections o Eligibility clarifications and documentation - Coordinate with internal teams for issue resolution, approvals, and escalations. 5. Alumni & Records Management - Act as the custodian of alumni employee travel records, ensuring accuracy and compliance. - Manage data related to former employees eligible for travel benefits. - Maintain proper documentation and audit trails. 6. Process Governance & Continuous Improvement - Drive process standardization and streamlining of staff travel operations. - Identify gaps and implement efficiency improvements and automation opportunities. - Maintain SLA dashboards, MIS reports, and performance tracking. - Ensure audit readiness and adherence to policy guidelines. - Will support SOD (Staff on Duty) basis requirement Functional & Technical Skills Functional Expertise - Staff Travel / Airline Ticketing & Reservations - Employee Service Delivery & Query Resolution - Grievance Handling & Escalation Management - Process Governance & SLA Management - Stakeholder Management Technical Skills - Strong knowledge of ticketing and reservation systems (GDS preferred) - Experience in handling ZED Travel / airline concessional travel frameworks - Familiarity with travel tools, booking platforms, and employee service systems - Proficiency in Excel, MIS reporting, and case tracking tools Behavioural Competencies - High authenticity, integrity, and accountability - Strong customer-first mindset and empathy - Excellent communication and interpersonal skills - Ability to handle high-volume employee interactions with professionalism - Strong problem-solving and ownership orientation - Detail-oriented with focus on accuracy and compliance Qualifications & Experience - Graduate / MBA preferred - Minimum 6+ years of experience in airline ticketing, reservations, or staff travel management - Hands-on experience in: o Ticketing and reservation tools (GDS) o Employee-facing service roles o Managing travel benefits / concessional travel / staff passages - Experience in aviation or travel industry is mandatory Role Impact - Acts as the face of Air India Express for employee travel benefits (SOL) - Drives employee satisfaction and trust through seamless service delivery - Ensures efficient, compliant, and scalable staff travel pr **.bodyaix .large-image-component { margin-top:** 0%; margin-left: 0%; width: 105%; } .bodyaix #header .custom-header-menu .limitwidth { margin-right: 55px; margin-bottom: -4.5vw !important; } .bodyaix .custom-header-content .element.style{ margin-top: -15px; } .bodyaix .custom-header-content .element.style{ margin-top: -15px; } .bodyaix .bodyaix.col-md-9 .columnizedSearchForm .column { padding-left: 10 !important; margin-top: -150px; } #body .outershellaix .btn, #body .outershellaix input[type="submit"] { background-color: rgba(255, 100, 35, 1); border-radius: 6px; } .bodyaix .job{ width: 100%; margin-top: -50px; margin-left: -50px; } .bodyaix #content .searchwell { display: block; width: 100%; margin-top: -8%; } .bodyaix #body .outershellaix .btn, #body .outershellaix input[type="submit"] { background-color: rgba(255,45,50,1.0); } .bodyaix #innershell { max-width: 1600px; } #body .outershellaix .btn, #body .outershellaix input[type="submit"] { background-color: rgba(255, 100, 35, 1); border-radius: 6px; margin-left: 2%; } #body .outershellaix .btn { border-color: rgba(255, 100, 35, 1) !important; } #body .outershellaix ..bodyaix #search-wrapper, .back-to-search-wrapper, .jobTitle, #similar-jobs { display: none !important; } .bodyaix .jobDisplayShell { width: 100%; max-width: 100%; margin-top: 30px; } .bodyaix .jobDisplay { width: 100%; min-width: 100%; background: white; padding-bottom: 40px; } .bodyaix .jobDisplay .joblayouttoken: nth-child(2) ,.bodyaix .jobDisplay .joblayouttoken: nth-child(4){ padding-left: 10px !important; background: white!important; } .bodyaix .jobDisplay .job { padding-left: 35px; } .jobDisplay .joblayouttoken: nth-child(4) { min-width: 100px; floa